ShieldSuite

N^o 1 Overview

A research initiative aimed at gaining a deeper understanding of the responsibilities and roles of security managers, with the intent of designing solutions that empower them to effectively achieve their daily tasks.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. Names have been changed for privacy as well. All information in this case study is my own and does not necessarily reflect the views of Accenture Song or Accenture.

Client

A government agency is developing a B2B software for security managers

Design Team

1 Digital Producer, 1 Interaction Design Lead, 3 Interaction Designers, and 1 Researcher (me), 2 Front End Developers

Project Type

Service design and user research

Platform

Desktop web application

N^o 2 Client Requirements

Eliminate Knowledge Gaps

Gather comprehensive information on areas that are currently lacking in understanding. Provide a detailed analysis to ensure all stakeholders have a clear and accurate view of the user landscape.

Clarify User Needs

Understand what users require from the product and service. Identify their expectations, preferences, and the essential functionalities they need to perform their tasks effectively.

Identify Pain Points & Future State Opportunities

Capture the challenges and frustrations that hinder their productivity and satisfaction. Explore future state opportunities, envisioning how the product or service can evolve to better meet user needs and improve their overall experience.

Capture the Life of a Security Manager

Document what a typical day looks like for security managers, including the tasks they perform, the actions they take, and the decisions they make. Identify what kind of criteria security managers use for decision making and the outcomes they aim to achieve. Identify who or what security managers interact with during their processes. Understand the obstacles security managers face and uncover the workarounds they have to overcome it.

Deliverables

User and Stakeholder interviews, Research Readouts

Product

Research readout

N^o 3Challenges

Remote Working Transition

This was the first time the team and I had conducted workshops remotely. Most of us were more familiar with facilitating workshops in person. It was an adjustment for all of us to explore a new domain. I began to realize what kind of limitations there were with the digital space I was left to work with. There were some technical difficulties with finding a platform that would suit all the participants due to VPNs and tech limitations. Fortunately Amazon Chime worked for everyone. I recreated the experience of in person workshops on InVision Freehand to the best of my abilities.

Creating an inclusive space

Since it wasn’t possible to facilitate workshops in the traditional manner where 4 - 6 hour workshops would be held for a day or two in a room of 20 - 30 participants, I decided to improvise by having smaller and shorter workshops over a span of a week. This prevents people from being burnt out from talking behind a screen for too long and keeps them focused enough to engage during the workshop. By having smaller groups, everyone will have a chance to speak up and participate. I was able to create an atmosphere where participants felt they were together despite being in different locations.

Time Constraints

With the limited amount of time we had with users and all the knowledge gaps we had, we needed to gather as much information as possible in the most efficient manner. Since the team and I could not meet with our users for long periods of time, I pivoted to surveys and journal exercises. This allowed us to get more information in a timely manner and create a framework for the workshop activities.

N^o 4The Approach

Alignment with Product Owners

Discussed with stakeholders on goals and objectives they had in mind for this research initiative. We identified what knowledge gaps they had and what questions came to mind. The goal is to fully understand the security manager role and their responsibilities.

Preparation and planning

Collaborated with product owners to begin the recruitment process for research participants. Determined surveys, user journaling and workshops would be the most appropriate research methods to proceed with. Created a research plan that outlines the process, timeline and resources needed. Created surveys, journal exercises and digital white boards in preparation for the workshops.

Data collection

Distributed surveys and journal exercises to participants. Collected 24 survey responses and 18 journal entries. Conducted 6 workshops remotely with 23 participants from 15 different agencies over a span of 5 days. Recorded observations from the workshops.

Synthesis

Compiled all the data collected and synthesized all the findings. Discovered common themes, key insights, future state opportunities, current pain points and more. Created a research report based on the data gathered and insights made.

Share findings

Presented research readout to product owners and scrum masters for alignment and awareness. Provided recommendations based on research insights.

N^o 5My Process

Preparation

Qualitative Data Collection

In order to collect preliminary background information of the target users, the team and I sent a survey for them to complete. The survey helped us prepare workshop activities and focus on specific gaps to dive deeper into. This data helped familiarize us with the mindset of security managers, their environment and tools they utilize on a daily basis.

User Shadowing

With social distancing in place during the pandemic, we were not able to observe the day-to-day experience of subject matter experts in person. We improvised by prompting the users to complete a journal of their daily tasks and overall thoughts on the process. This helped us plan the workshops ahead by getting into the headspace of security managers. It provided context for planned discussion topics in the workshops.

Journal Exercise

Journal Responses received

Research Plan

In order to ensure the team remained focused on research goals and objectives, I created a research plan for reference. The research plan provided the structure for running the workshops. It outlines all activities and research methodologies ensuring the team knows exactly what needs to be done. It specifies the roles and responsibilities of each team member, which promotes efficiency and accountability. By detailing the objectives, the plan helps the team stay focused on the goals and desired outcomes. This ensures that all research activities are aligned with the broader project goals and user needs. These guides helped the team understand what activities will be conducted, what tasks each role is responsible for (facilitator, note taker, time keeper, and moderator), how many users are attending, how sessions are separated, and what questions will be asked. The plan provides a clear structure for the sessions, making it easier to facilitate productive and engaging research activities.

Team Synchronization

In order to ensure the sessions run smoothly, I created facilitator scripts for reference during the workshops, drafted the workshop agenda, and the team roster for the week when the workshops were conducted. I lead alignment sessions with all team members to ensure we were aware who was assisting on which days, who will be the note taker, who will control the digital white board (InVision Freehand) as the moderator, who will be the time keeper and who will lead the discussions. We conducted an internal dry run of how the workshop will be performed to prevent any surprises and cover any concerns that may arise. This was a rehearsal for the team which boosted team confidence for being well prepared prior to the workshops. In addition to internal team preparation, we conducted tech checks with our participants prior to the workshops. This ensured everyone was able to join the calls successfully and could see and hear us and speak to us. This was critical to ensure our time for the workshops will be utilized efficiently without any delay or technical disruptions and the team will be more than prepared during the sessions.

Workshop Agenda, Plan and Methodologies

Execution

During the pandemic, the team and I were not able to facilitate a workshop in a traditional manner (full day workshop with all participants physically present in one location). We improvised by recreating the experience of table discussions at a workshop by having smaller groups partake in a two hour session. This provided enough space for each participant to share their experiences as security managers at their respective agencies. Workshop activities were mapped out on Invision Freehand. This helped guide the discussions among users and provide context to knowledge gaps we had. The sessions started out with an ice breaker, agenda and objectives review, which transitioned to the two workshop activities; Day in a Life and Service Ecology. Finally, I concluded the session with an open table for questions, feedback and next steps.

Workshop Activities

Day in the Life

Participants shared their background, expertise, and areas they identify as opportunities for improvement.

Service Ecology

Participants discussed what were their daily tasks, what is needed in their roles, what’s working and not working, and types of reporting created.

Team Debrief & Retrospective

I led a debrief daily with the team to reflect on what went well, what needs improvement, and what was missing. Since it was our first time running digital workshops, these daily retrospectives allowed us to reflect and refine the next workshop. The first day was a warm up for the team, by the second day, the workshops were running seamlessly like clockwork.

Data Synthesis

After gathering all the information from surveys, journal exercises and workshops, I analyzed and synthesized all the data through affinity mapping and journey mapping. Based on all the patterns and insights observed from the research, six themes emerged.

System Lacks Guardrails

Current System is too Rigid

Process needs to instill accountability

Competing Sources of Reliable Information

Lack of Capabilities to Complete Daily Tasks

The Process Lacks Efficiencies

These six themes helped guide potential growth areas for the future state. In addition to the themes, responsibilities, tasks, and user needs were identified.

Present Research

I shared the findings through a research readout. The report included themes, what we heard from the workshops, responsibilities and tasks of security managers, pain points and future state solutions. I provided the next course of action for short term, mid term and long term. Based on the research gathered, I created user stories and product requirements to ensure the needs of security managers will be met. The research report was distributed to all scrum teams and product owners for reference in development. The research helped ensure that all stakeholders are aligned with insights into user expectations and challenges.

N^o 6Outcome

Knowledge Gaps Eliminated

Identified and bridged critical knowledge gaps. Through thorough data collection and analysis, areas where user needs and behaviors were previously misunderstood or overlooked have been clarified.

Opportunities & Solutions Identified

Uncovered several key opportunities for improvement and innovation. These insights have led to the identification of viable solutions that address user pain points and optimize the overall user experience. These solutions are designed to enhance user satisfaction and engagement, driving better outcomes for both users and the business.

Feedback Loop Established

Established a relationship with users for future development collaboration. This feedback loop ensures that user feedback is continuously collected, analyzed, and integrated into the development process. This iterative approach allows for regular updates and refinements based on real-time user input, fostering a user-centered design process that remains responsive to evolving needs and preferences.

N^o 7The Impact

This research initiative helped empower the product owners toward the development efforts. It provided clarity and direction to help the project move along more efficiently. The teams have had better discussions around ideation and technical feasibility. The research has minimized knowledge gaps around security management processes. As I presented the research findings, I was able to tell the story from a user’s perspective, so that we can ensure our goals and plans are targeting their needs.

N^o 8Reflection

This remote research initiative was really unique as it had never been done before at Fjord/Accenture. There was a lot to experiment and learn along the way, but I tackled it headfirst. It was pretty successful given how the team and I were able to pivot to a new way of working and we still delivered results. I was worried at first that the research quality wouldn’t be the same as in person workshops but I was pleased that wasn’t the case. It was just as sufficient. Overall I’m proud of how this turned out and it was an amazing opportunity to try something new. This inspired me to explore remote research methods further. I’m looking forward to facilitating the next digital workshop.

Feedback from the team

“Virginia, you rocked that session! Just wanted to say that I thought that session went great!” - Product Owner

“Thank you for sharing these insights, this is extremely helpful for the team. We have a much better understanding around these areas.” – Technical engineer (Scrum team member)

N^o 9 More Projects